Angry customers can be a challenge to call center agents. If they don’t know how to respond properly in critical situations, conflicts may arise. Open Access BPO explains how agents can effectively handle complaint calls from customers.Continue Reading →

Open Access BPO lists some of the industries that commonly outsource voice services to the Philippines. If your business is under these sectors, you may want to consider employing the services of an outsourcing company.Continue Reading →

The success of a team is heavily dependent on the quality of leadership that fuels it. For outsourcing clients, the leaders managing their team in a call center in the Philippines are expected to be effective in motivating their agents. Open Access BPO explains what different qualities are expected from call center supervisors.Continue Reading →

Agent training is an important responsibility that call center managers must perform effectively in order to produce an excellent workforce. Open Access BPO explains how some training practices can lead to undesirable outcomes.Continue Reading →

Given the 24/7 operation hours, it’s common for call center agents to face various health concerns— especially those working the graveyard shift. Open Access BPO offers a handful of tips to help call center agents avoid health detriments at work.Continue Reading →

Every time a customer contacts a representative regarding a product-related problem, the one thing that is always expected from a call center agent is a prompt and effective resolution. Any type of delay or inefficiency can be frustrating to the customer. Hence, a Philippine call center must address customer issues with genuine and top-of-the-line assistance if it wants to build an image of quality customer service.

Making sure that employees remain happy and satisfied with their work is a very important aspect that is sometimes overlooked by call centers. Managing the level of satisfaction of each employee can help a Philippine call center improve its agents’ job performance, leading to overall effectiveness of its customer service delivery. Continue Reading →

It’s never easy to receive complaint calls from disappointed customers. But a great customer service representative can find ways to turn the situation around. What Philippine call center agents should remember is that complaint calls can serve as opportunities not only to exercise call handling skills, but also to prove to customers that their satisfaction towards their experience with the brand is given much importance. Continue Reading →

India's call center industry is currently facing a serious loss, as 70% of its call center market transferred operations to its biggest competitor, the Philippines. An Indian business group reported that India will lose USD 30 billion of foreign exchange earnings after call centers